Associate Analyst Digital Product - Digital Adoption & Analytics

Ally Financial • Charlotte, NC

232d • Onsite

About The Position

The Associate Analyst - Digital Products provides support for the day-to-day management of WalkMe, a digital adoption application leveraged by our contact center associates. The Associate Analyst supports the development of new and/or existing solutions to optimize the performance of our associates as well as drive meaningful business outcomes. This associate's role will also evolve to include building, monitoring and refining measurement plans across product platforms including CRM, telephony and chat channels.

Requirements

• Bachelor's degree in business, computer science, engineering, information systems preferred.
• General technical knowledge around Digital Product ownership, building and interpreting analytics, and operational performance analytics.
• Effective and professional oral and written communication skills.
• Self-motivated and ability to prioritize and multi-task.
• Strong attention to detail and ability to manage multiple projects simultaneously.
• Knowledge of codebase such as Json, BBCode and CSS preferred but not required.
• Prior knowledge of using or configuring Salesforce platforms preferred but not required.
• Ability to engage in creative problem solving.
• Ability to articulate complex concepts in a clear manner.
• Ability to work and influence successfully within a matrix environment and build effective business partnerships with all levels of team members.
• Ability to adjust to quickly changing priorities.

Responsibilities

• Collaborate with stakeholders to identify pain points, obtain requirements, and develop solidified business cases.
• Write user stories that define the functionality and requirements for digital adoption solutions.
• Design and build digital adoption solutions to create seamless user experiences that drive software adoption.
• Work with business partners to complete functionality testing on solutions created.
• Maintain product documentation within our workflow management tool, Jira.
• Understand and measure product and use case performance; build measurement plans from discovery to measure across all teams and initiatives, including CRM, telephony and messaging/chat.
• Partner with business stakeholders and/or Product Owners to develop and refine measurement plans, collect baseline metrics and build dashboards in applicable applications.
• Maintain digital adoption solutions on an ongoing basis to ensure limited interruptions to the associate digital adoption experience.
• Monitor measurements regularly to review for optimization or removal of solutions.
• Maintain reporting, analytics and/or business intelligence tools for products found within Customer Care & Communication's scope.
• Complete Salesforce CRM training to build skills to support configuration changes within the Platform.

Benefits

• 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly.
• Industry-leading 401K retirement savings plan with matching and company contributions.
• Tuition reimbursement and employee stock purchase plan.
• Flexible health and insurance options including medical, dental and vision.
• Adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave.
• Mentally Fit Employee Assistance Program and subsidized Weight Watchers® program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree